))
Experience Automation vs Humans in the Loop with Con Cirillo
Manage episode 320609354 series 3300012
Content provided by Stuart Balcombe and Arrows Podcast Network. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Stuart Balcombe and Arrows Podcast Network or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.
What makes for a great customer experience? And how can you be intentional about making every touchpoint amazing when there is so much happening and so many fires to tend to at a growing startup?
Should you try to automate everything and create "scalable" self-serve experiences? Or is a more human-led approach to making customers successful more effective?
Today’s guest is Con Cirillo, Head of Customer Experience at Carro. In this episode you’ll hear how he:
- Defines metrics to align the business on CX
- Ensures everyone hears the Voice of the Customer
- Strategically puts humans in the loop for high-risk actions
- Applies learnings from scale at HubSpot to startup life at Carro
- Prioritizes his time on the highest impact experience challenges
Enjoyed this episode? Connect with Con on LinkedIn and let him know, or subscribe for future episodes of Happy Customers.
9 episodes
Share
